Electronic apparatus having improved diagnostic interface

ABSTRACT

Electronic apparatus, such as a personal computer, is described comprising main operative functionality and a power provisioning system for powering the apparatus from an external power source, the power provisioning system comprising:—a main power supply output for energising the main operative functionality of the apparatus when said power provisioning system is connected to said external power source, and a standby power source for energising a subset of the components of the apparatus when said main power supply output is not energised, the apparatus further comprising a self contained subsystem including a memory for storing at least one parameter reflecting an internal state of the apparatus, said self contained subsystem being powered by said standby power source and including an encoder for encoding the parameters in an output signal and a transducer for generating a wireless transmission from the output signal, which transmission can be detected in the vicinity of the apparatus, so as to enable the parameter to be received and decoded.

FIELD OF THE INVENTION

The present invention relates to a personal computer, or other similarelectronic apparatus, having an improved diagnostic interface.

BACKGROUND OF THE INVENTION

Personal computers are being used in an increasing number ofapplications. Whilst improvements are continually being made in the userinterfaces of personal computers in order to make them usable by a widercross section of the population, personal computer systems themselveshave also greatly increased in their internal complexity so that todaymost users are unfamiliar with the internal design and configuration ofthe computers that they use. In consequence, when a computer fails tooperate in the manner expected, the user is often unable to determinethe source of the problem or how to resolve it.

Various means are provided to enable the user to try to resolve problemsthey encounter, for instance diagnostic programs, helpfiles and manualsmay be supplied by the computer manufacturer. In addition, current PCsare typically equipped with some form of internal diagnostics, thepurpose of which is to detect and isolate component faults within the PCarchitecture.

Diagnostic code can be embedded in solid state, non volatile memorywithin the computer. Thus, read-only memory (“ROM”), for instance, hasbeen employed to store diagnostic code as firmware. One type of embeddeddiagnostics is power-on self-test (“POST”) diagnostics, generally storedin basic input-output system (“BIOS”) ROM in PCs. POST is a series oftests that the computer performs on its components each time thecomputer is turned on. POST begins by reading system configurationinformation that has either been hard-wired or stored in non-volatilememory. It then checks random access memory (“RAM”) by writing to andreading from the RAM to ensure proper operation. POST next examines hedisk drives to confirm that they match the system configurationinformation. Lastly, POST initiates the loading of the operating system,“booting” the computer. Failure during execution of

POST indicates presence of a fault within the computer. However, POSTdoes not always provide a clear indication of the specific nature of thefault. Instead, the user must run diagnostic software to further isolatethe fault.

Some high end personal computer systems, in particular theHewlett-Packard Kayak range of PC workstations having the Maxilifefeatures, include an integrated diagnostic microprocessor that is linkedto its own display and keypad. The display allows diagnostic messages tobe displayed to the user. The integrated microprocessor is poweredthrough the standby power supply of the PC, which delivers powerwhenever the power cord is connected to a grounded power outlet.However, the inclusion of a separate microprocessor, together with itsown user interface, adds a significant cost to the computer as a whole.

Moreover, much of the information contained within the diagnosticprograms and manuals is often beyond the understanding of the averageuser and therefore when faced with a problem, the user may need to ormay prefer to call the computer manufacturer's customer service line orhelp desk in order to obtain technical help.

This generally entails making a telephone call and speaking to a helpdesk representative who will attempt to determine the nature of theproblem based on information provided by the user.

This process is often slow and unsatisfactory. The amount of timerequired for the user to accurately describe the problem to the helpdesk representative is often considerable. It is also frequently plaguedby inaccurate instructions being conveyed to the user over the phone.

For some complex problems, the help desk representative may need tocollect some information as to the system configuration. It is notpossible to dictate a full log file over the phone, so often the user isasked to transmit these data over email or fax and to call back later.On the second call it is difficult to establish a link between the calland the email or fax received especially when it is necessary totransfer the call through an automatic routing system

To compound the communication difficulties described above, diagnosticroutines are often invoked when components in the computer are notcompletely functional and so the diagnostics may not execute or interactproperly with the computer or with the user.

Various means have been used and proposed to try to speed up or automatethis remote diagnostic process.

For instance, U.S. Pat. No. 5,367,667 proposes a method for performingremote diagnostic tests on a personal computer system in which a usercalls the customer service help desk. Based on the user's explanation ofthe problem, a representative builds a file including diagnostic tests.The help desk representative then instructs-the user, upon completion ofthe telephone call, to insert a diagnostic disk, supplied to the userupon purchase of the computer, into the computer and initiate a programwhich places the user computers modem in an auto answer mode.

An application dials the user's modem number, which is in the case file,and establishes communications with the user's system to downloadprograms to the user's computer. These programs are then executed andthe computer transmits the results back to the service center for theproblem to be diagnosed. The representative then calls the user,discusses the test results and makes specific recommendations to addressthe user's problem.

U.S. Pat. No. 5,854,828 proposes a telephonic customer support utilityfor providing diagnostic support of a customer computer includingencoding an operational status of a customer's computer to produceaudible tones on a speaker corresponding to the encoded status fortransmission on a standard telephone line via a standard telephone ofthe encoded operational status to a remote support computer, the remotesupport computer having a receiver electrically connected to receive thetones transmitted on the telephone line. The received tones are decodedby a decoder of the remote support computer to determine the operationalstatus of the customer's computer, which status is displayed on adisplay of the remote support computer for analysis by a customersupport technicians.

However, this system requires the computer to boot correctly and besubstantially fully operational before the audible tones can begenerated.

Whilst these known systems no doubt ease matters in some ways, a systemand method is still needed for allowing remote diagnosis of PCs, eventhose suffering non-bootable faults, by a remote technician, preferablyin a single telephone call.

Since personal computers are relatively low cost items, such adiagnostic system should require as few PC modifications or additions aspossible in accomplishing the above, so as to minimise cost and partscount.

This invention is directed to improving the diagnostic interface of, forinstance, a personal computer to meet the above needs.

SUMMARY OF THE INVENTION

In brief, this is achieved by electronic apparatus comprising: mainoperative functionality and a power provisioning system for powering theapparatus from an external power source, the power provisioning systemcomprising: a main power supply output for energising the main operativefunctionality of the apparatus when said power provisioning system isconnected to said external power source, and a standby power source forenergising a subset of the components of the apparatus when said mainpower supply output is not energised. The apparatus is provided with aself contained subsystem including a memory for storing at least oneparameter reflecting an internal state of the apparatus, said selfcontained subsystem being powered by said standby power source andincluding an encoder for encoding the parameters in an output signal anda transducer for generating a wireless transmission from the outputsignal, which transmission can be detected in the vicinity of theapparatus so as to enable the parameter to be received and decoded.

The parameter can be encoded within the transmission in a form that doesnot allow a human to understand the parameter directly from thetransmission.

The apparatus is thus provided with an i/o interface that can operateindependently of all the other components of the apparatus. Inconsequence, this i/o interface can be used, in the event of a fault, tooutput parameters, such as a serial number.

Whilst some complex parameters such as the serial number need to beautomatically decoded some parameters, for instance a code enabling afailing unit of the computer to be identified, can be encoded in thetransmission in a form that is understandable to a human. In this waysthese parameters can be identified, even if no automatic decoder isavailable.

The invention finds particular application in a personal computer orother similar information appliance, the main operative functionalityincluding in that case a processor and data storage means interconnectedby a bus system.

In at least a preferred embodiment, the transducer is a speaker and thewireless transmissions are sounds including in-band encoded signals,suitably using frequency shift keying and including an embeddedsynchronisation pattern. In apparatus such as a personal computer, thatincludes an audio subsystem, the speaker normally used for generatingsounds for human perception can be used to generate the transmissions.Although the use of sound for the transmissions provides certainadvantages to be described in more detail below, the use of other kindsof wireless transmission such as infra-red radiation or radio waves isnot excluded.

If sound is used for the transmissions, the sounds can be transmittedover the telephone network in a manner similar to that proposed in U.S.Pat. No. 5,854,828 and the decoding of the transmission can take placeremotely from the user. The invention therefore enables the provision ofan arrangement for providing remote support services to a uses of theabove described apparatus. The arrangement comprises: a telephone callhandling system that provides at least one telephone number that theuser can call to get advice from a human support agent; a decoder withinthe call handing system for decoding sounds generated by the computerand transmitted within a telephone call made by user so as to enable thecomputer to transmit the parameter to the call handling system forprocessing without requiring the user or any support agent to directlyunderstand the parameter from the transmission.

The call handling system can be arranged to generate a database queryfrom the parameter for retrieving diagnostic data for the computer forpresentation to a support agent.

In a particularly preferred arrangement, the database query istransmitted over the internet to a database maintained separately fromthe call handling system. The database can be, for instance, maintainedby or on behalf of the manufacturer of the computer and include allmachines sold by that manufacturer. The call handling system can bemaintained by a third party that is granted access to the database. Thisrelieves the party offering the support services from the substantialburden of having to maintain the database.

The fact that, in event of a fault with the computer, a parameter can betransmitted from the computer, automatically decoded and the used as keyto retrieve fuller information regarding the computer concerned from acentrally maintained database greatly facilitates the overall supportprocess. With the above described arrangement, this can be achieved evenif the main processing functionality of the computer is not operational.

BRIEF DESCRIPTION OF THE DRAWINGS

A computer system and support arrangement embodying the invention willnow be described, by way of non-limiting example, with reference to theaccompanying diagrammatic drawings, in which:

FIG. 1 shows a known type of personal computer system:

FIG. 2 shows a personal computer system in one embodiment of theinvention;

FIG. 3 is a flow chart showing the operation of BIOS;

FIG. 4 is a flow chart showing the operation of a microcontroller in thecomputer system of FIG. 2;

FIG. 5 is a schematic diagram showing an arrangement for providingremote support services to a user of the computer system of FIG. 2.

BEST MODE OF CARRYING OUT THE INVENTION

FIG. 1 is a schematic diagram showing, in relevant part, thearchitecture of a personal computer. A microprocessor 100 is connectedvia host bus 110 to a so-called ‘North Bridge’ chipset device 120.Chipset device 120 has interfaces to a DRAM memory device 130, agraphics subsystem 140 and a PCI bus 150. Connected to PCI bus 150 is aso-called ‘South Bridge’ chipset component 160, that provides aninterface between PCI bus 150 and ISA bus 170 as well as otherfunctionality. Various of the components including DRAM 130, chipsetcomponent 160.and a number of sensors (not shown) are interconnected bya separate two wire bus(not shown), known as the System Management bus(SMBus). The function of the SMBus is to allow system components such ascooling fans to be centrally controlled, and to provide a feedbackchannel for information on the physical conditions within the PC, suchas temperature, to be passed back to the chipset. The chipset can thentake appropriate corrective or management action, under the control ofsuitable application programs.

Two inputs to chipset 160 that are of particular relevance to thepresent invention are also shown in FIG. 1.

Chipset 160 has an input PWRBTN which is intended for connection to anexternal power button. Actuation of the user-operable front panel switchsimply provides a logical signal to this input of chipset 160 and actualmanagement of the PSU switching is carried out under program control.

Chipset 160 has an output SPKR which provides a signal via a low passfilter to a small internal loudspeaker or buzzer 200. Conventionally,one terminal of the buzzer is connected to the +5V power supply rail. Asa consequence, the buzzer will not operate when the +5V rail is notsupplied with power.

“A further feature of the conventional personal computer of FIG. 1 isthat certain components are arranged to be powered by standby power whenthe computer has been turned off by the user. This permits, forinstance, the computer to be switched on via a signal transmitted over acomputer network. More particularly, the computer includes a powersupply system 210 comprising a main power supply output Vmain and astandby power supply output Vstb both intended to run off an externalpower source 240. The power supply system includes a power-statecontroller 250 having at least first, second and third states. The unitresides in its first state when the computer is disconnected from theexternal power source 240; in this first state, neither Vmain nor Vstbis energised and most circuits of the computer are inactive (in fact, aninternal battery is used to maintain certain key circuits). When theexternal power source 240 is connected, the control unit will reside ineither its second or its third state. In the second state of the unit250, only Vstb is energised. In the third state of the unit, the mainsupply 220 provides output Vmain that powers all the circuits of thecomputer. A connection from chipset component 160 allows the state ofthe power provisioning system to be controlled. In particular, under thecontrol of chipset 160 user-operable front panel switch 190 serves totoggle the power-state control unit 250 between its second and thirdstates as commanded by the user.”

A general purpose output from chipset 160 can be used to control a LED260 that indicates to the user that the computer is on.

The above described components are available from Intel Corporation andother well known suppliers and their general operation, being wellunderstood by those skilled in the art, does not form part of theinvention.

FIG. 2 shows a personal computer with the same general architecture, butwith an improved diagnostic interface.

In the computer of FIG. 2, power button 190 is connected to the gate ofa transistor 255 which controls the current supplied to an LED 210 fromstandby power rail Vstb. In this way it can be guaranteed that if theuser presses switch 190 and LED 260 is on, then (i) the power supply isdelivering at least standby power; (ii) the pose outlet is delivering ACpower to the machine; and (iii) the power switch is mechanically good.This removes one test that always needs to be performed in anydiagnostic analysis. The extra cost of adding this circuitry to the PCis very low.

In the computer of FIG. 2, the internal buzzer 200 is connected to thestandby power rail Vstb. This enables it to be used as a signallingdevice as will be described in more detail below, even in the event offailure of the bulk of the components of the computer.

In order to efficiently diagnose a hardware problem without a displaydevice available, the computer of FIG. 2 employs an alternate interface.In conventional personal computers, the BIOS uses the PC buzzer, underthe control of chipset component 160, to issue beeps when it finds a“Terminal Error” before the display is available (for example duringmemory initialisation). However, before the Bios actually has the chanceto execute, there are many potential problems that could prevent the PCfrom successfully booting. Examples include a short circuit on themotherboard or a processor that is not correctly plugged-in.

In order to be able to use the PC buzzer even under these conditions, anindependent microcontroller 270 is provided that is powered from theVbatt line and is used to generate diagnostic signals that drive buzzer200. The Vbatt line is powered from an internal battery if the computeris not connected to the mains and Vstby otherwise. In-band signalling isencoded within the acoustic signals to enable the computer to transmitinformation pertaining to an internal state of the computer withoutrequiring a human listener to understand such information directly fromthe acoustic signals.

This facility can be used when the user has to call a support agent overa helpline in the even of a failure. When a support agent wants totroubleshoot a PC problem, they have to ask some questions to the user.This is often problematic because customers can be nervous or understress.

For instance, most support calls start by a query on the PC model numberor serial number. This information is sometimes difficult for the userto access, as it is often located on stickers that are, for instance, tothe rear of the machine or the machine itself may be under a desk.Dictating these numbers over the telephone is also an inconvenientprocess.

Using the PC buzzer to transmit directly over the telephone at leastsome of the information that needs to be collected reduces the number ofquestions needed, and thereby improves the overall efficiency of thesupport process. The information that could be automatically transmittedcould include any of the following—machine serial, number, UUID,Processor serial number, diagnostic test results, system configuration,Failing FRU, PC model ID. The information can be automaticallytransmitted on pre-boot failure, or could be user triggered by pressingfor a certain time on the power button from the off state. This lattermode of initiation of the transmission has advantages particularly inthe presence of an intermittant fault. In this case, details stored inmicrocontroller 270 from the last known failure will be transmitted.

The information can either be directly usable by a support agent, forexample to query a database to obtain configuration information, listsof known problems etc, or could for example even be used by a computerbased telephony system that answers the call to route the call to, forinstance, an operator that specialises in the type of machine concerned.

In the present implementation, microcontroller 270 is a simple 12 bit, 8pin microcontroller available from Microchip Technology Inc, whichincludes internal ROM program memory and RAM data memory. The diagnosticdata, such as the PC serial number, and configuration is written intothe data memory at first startup. Microcontroller 270 is programmed togenerate coded signals to transmit this data over a telephone line atthe request of a user or in the event of a pre-boot failure. A simpleFSK modulation is used to encode the information into the audio signalsgenerated.

In the present implementation, rough square waves at frequencies of 1500Hz and 1300 Hz are generated to encode binary data. The choice of thesefrequencies has the advantage that the firs harmonics 3000 Hz and 2600Hz (which are present because the square waves are not clean) are stillwithin the pass band of the telephone line so if the signal to noiseratio of the signals on the telephone line does not allow the signal tobe decoded at 1300/1500 Hz, the decoder can try to decode the signal at2600/3000 Hz where the signal to noise ratio may be better.

An internal clock within microcontroller 270 is used to generate thefrequencies. Even though this clock is only accurate to 3%, thedifference between two frequencies is determined with greater precisionand it has been found unnecessary to use an external clock generator.

A simple embedded synchronisation pattern—a series of a predeterminednumber of binary 1's—is used to enable the beginning of the coded datato be identified within a recorded signal.

Implementation of such a unidirectional transmission scheme using FSKsignalling, including suitable decoding techniques, would be well withinthe skill of those skilled in the art and so further detail will not begiven here.

During the BIOS POST, the BIOS initialises external components, such asthe memory, video card, PCI cards etc. Any of these components may bedefective. In some cases, the BIOS will be able to detect the fault andnotify the user with error messages or beep codes. However, if one ofthese components is faulty, the BIOS will in most cases hang during theinitialisation and will not have the opportunity to warn the user.Microcontroller 270 can assist in diagnosing these problems since itdoes not need any of the PC resources to operate.

To achieve this, microcontroller 270 is connected to buzzer output SPKRso that it can communicate with the BIOS using a simple unidirectionalcommunication protocol. To avoid he communication between the BIOS andmicrocontroller 270 being audible to the user, microcontroller gates thesignal passing from buzzer output SPKR to buzzer 200 using signals online 2-4.

The communication protocol between the BIOS and microcontroller 270 has5 basic commands:

SET TATTOO FLAG: This sets a flag in microcontroller 270 that indicateswhether or not a diagnostic program has been used at least once on thePC;

READ TATTOO FLAG: This enables the flag to be read by causingmicrocontroller 270 to generate a certain audible signal;

GET/RELEASE BUZZER: set the signal on line 274 to enable and disable thebuzzer. This command is used to disable the buzzer when the BIOS istalking to Microcontroller 270 and to enable buzzer after it hasfinished doing so;

SERIAL NUMBER/PC ID TRANSMIT: Passes the computer serial number and IDto Microcontroller 270 for storage in its internal RAM. Since the BIOShas no way of reading the RAM of the microcontroller to check whetherthe correct serial number is stored, the present system is programmed sothat the BIOS transmits the serial number at each execution.

CRITICAL SECTION ENTER: tells microcontroller 270 that the BIOS isentering a critical section corresponding to a particular FRU number andgives a time out value.

CRITICAL SECTION EXIT: tells microcontroller 270 that a critical sectionhas been successfully completed.

Before the BIOS starts to initialise each of the critical resources thatmay hang the system such as system memory, PCI cards or the graphicssubsystem—it informs microcontroller 270 via signals transmitted througha suitable simple unidirectional communication protocol—the CRITICALSECTION ENTER command described above—via the output SPKR that it willbe entering a critical section testing a critical resource correspondingto a certain FRU number and that this initialisation should be completedwithin a certain time. Upon exit of the initialisation, the BIOS willtell microcontroller 270 to cancel the monitoring using the CRITICALSECTION EXIT command described above. FIG. 3 shows the process that iscarried out by the BIOS. The process carried out by microcontroller 270is shown in FIG. 4. If microcontroller 270 does not receive this EXITinstruction and the timer expires, microcontroller 270 is arranged totransmit the FRU number, together with the system serial number and PCID, as coded signals through buzzer 200. This technique can be used todiagnose failures during the boot process.

The conventional “terminal error” signal generated by the BIOS arereplaced by signals generated by microcontroller 270.

In alternative embodiments, microcontroller 270 could be connected tothe system management bus (SMBus) and the BIOS could talk to it usingthe SMBus, although the need to include an interface to the SMBus couldadd significantly to the cost of the arrangement.

Within current Intel-based personal computer architectures, theadvantage of communicating with a subsystem, such as microcontroller 270using the output SPKR is that although special programming is requiredin the BIOS to enable this, such programming need only be carried outonce. The output SPKR is a so called ‘legacy’ feature the programminginterface to which does not change with successive generations ofchipset products and whose correct operation is required in order toallow forward compatibility of the programs that run on the computer. Inconsequence, this BIOS code that enables communication withmicrocontroller 270 via output SPKR will not normally need to be updatedfor new generations of chipset products 160.

In the present implementation, the product serial number, computer IDand the failing FRU number are transmitted encoded using FSK codingwithin a sound signal generated in microcontroller 270. In addition, thefailing FRU number is also transmitted as a series of beeps—the numberof beeps sequentially transmitted corresponding to the number of thefailing FRU. In this way, the failing FRU number can be recognised bythe user so that the diagnostic information is understandable even if adecoder for the sound stream is unavailable. In this event, the serialnumber and computer ID are normally available to the user via a stickeron the computer so it does not prevent support being provided if thisdata is not understandable from the sound stream.

If the boot fails with a blank screen then the user can be asked toreproduce the problem and the signals are generated automatically bymicrocontroller 270. If the failure has not occurred during the boot andsome components of the system are working then the signals can begenerated at the request of a suitable application program, by the useof a keyboard shortcut key, by use of the power button as describedbelow or other suitable method.

Further features of microcontroller 270 are also shown on FIG. 2.

At pin 271, microcontroller 270 detects the presence of Vstby. If Vstbyis not present, then this means that the computer is not connected tomains power 240. If this is the case, then microcontroller 270 isarranged to restrict its operation to merely maintaining the contents ofits internal RAM in order not to drain the power stored in the internalbattery. Generally personal computers are configured so that, if Vstbyis present, then the internal battery is either being recharged or thepower available on the Vbatt line is in fact being provided by Vstby.

In addition, pin 272 is connected to one of the pins of processor 100and acts to detect in a simple manner whether processor 100 is correctlyplugged in.

A direct connection 273 is also provided from microcontroller 270 topower button 190 in order to allow microcontroller 270 to detect thestate of power button 190. This, in conjunction with a software timerwithin microcontroller 270, allows the emission of the transmission tobe initiated by holding down the power button for a certain time—5seconds for instance.

FIG. 5 is a schematic diagram showing an arrangement for providingremote support services to a user of the above described computer,indicate in FIG. 5 at 500.

The basic arrangement is as follows. When computer 500 breaks down orfails to boot, its user calls a help line number using a conventionaltelephone 510. The call, passing over telephone network 515 is answeredin a call handling center, indicated generally at 525. It will, ofcourse, be understood that many different arrangements are possible forcall handing center 525 and that the infrastructure may be highlycomplex and the human operators may be geographically dispersed, FIG. 5is therefore very schematic in this respect.

At some point after the call is answered, the user holds the telephonehandset close to computer 500 so that the sounds made by the computerare picked up and communicated to call center 525. A decoder,illustrated at 520, automatically decodes the sound information toretrieve the serial number of the PC concerned. Once decoded thisinformation can be used in many ways.

For instance in one scenario, the decoder 520 automatically generates adatabase query from the parameter for retrieving for presentation to asupport agent diagnostic data, such as a trouble shooting tree and otherrelevant information such as warranty status or the like, for theparticular computer concerned.

The database query is transmitted over the internet—represented at525—to a web server linked to a database 530 maintained separately fromthe call handling system. The results of the query are displayed to ahuman operator via a web-browser on their workstation 540. The operatoris then able to use this information to progress the call directly withthe user.

Although a specific embodiment of the invention has been described, theinvention is not to be limited to the specific arrangement so described.The invention is limited only by the claims. The claims themselves areintended to indicate the periphery of the claimed invention and areintended to be interpreted as broadly as the language itself allows,rather than being interpreted as claiming only the exemplary embodimentdisclosed by the specification.

What is claimed is:
 1. Electronic apparatus comprising main operativefunctionality and a power provisioning system for powering the apparatusfrom an external power source, the power provisioning system comprising:a main power supply output for energising the main operativefunctionality of the apparatus when said power provisioning system isconnected to said external power source, and a standby power source forenergizing a subset of the components of the apparatus when said mainpower supply output is not energised, the apparatus further comprising aself contained subsystem including a memory for storing at least oneparameter reflecting an internal state of the apparatus, said selfcontained subsystem being powered by said standby power source andincluding an encoder for encoding the parameters in an output signal anda transducer for generating a wireless transmission from the outputsignal, which transmission can be detected in the vicinity of theapparatus, so as to enable the parameter to be received and decoded,wherein the self contained subsystem is connected to a power button andincludes a timer arranged to time actuation of the power button, theself contained subsystem being responsive to actuation of the powerbutton for a certain time to initiate the transmission.
 2. Anarrangement for providing remote support services to a user of anelectronic apparatus, the apparatus comprising main operativefunctionality and a power provisioning system for powering the apparatusfrom an external power source, the power provisioning system comprising:a main power supply output for energising the main operativefunctionality of the apparatus when said power provisioning system isconnected to said external power source, and a standby power source forenergizing a subset of the components of the apparatus when said mainpower supply output is not energised, the apparatus further comprising aself contained subsystem including a memory for storing at least oneparameter reflecting an internal state of the apparatus, said selfcontained subsystem being powered by said standby power source andincluding an encoder for encoding the parameters in an output signal anda transducer for generating a wireless transmission from the outputsignal, which transmission can be detected in the vicinity of theapparatus, so as to enable the parameter to be received and decoded,wherein the transmission is a sound including in-band encoded signals,the arrangement comprising; a telephone call handling system thatprovides at least one telephone number that the user can call to getadvice from a human support agent; and a decoder within the callhandling system for decoding sounds generated by the apparatus andtransmitted within a telephone call made by the user so as to enable theapparatus to transmit the parameter to the call handling system forprocessing without requiring the user or any support agent to directlyunderstand the parameter from the transmission, wherein the callhandling system is arranged to generate a database query from theparameter for retrieving for presentation to a support agent diagnosticdata for the apparatus.
 3. An arrangement as claimed in claim 2 whereinthe database query is transmitted over the Internet to a databasemaintained separately from the call handling system.